Refund Policy
Returns and Claims Policy
1. General return conditions
No refunds: Returned items are eligible for exchange or store credit only. Cash refunds are not offered.
Hygiene and health: For reasons of hygiene and health protection, products that have been opened, used, or damaged, or whose sealed packaging has been removed, cannot be accepted for return under any circumstances.
Lingerie: For the same reasons, lingerie cannot be returned.
Costs: Return shipping costs are the sole responsibility of the customer.
2. Defective products or malfunctions
If a product has a defect or malfunction, it must be reported within 14 days of receiving the order.
Required proof: Please contact us and attach a photo or video clearly showing the issue so we can verify the defect.
erotic-shop@lady-mary.ch
Cleanliness: For hygiene reasons, products returned due to a defect must be thoroughly cleaned by the customer before being sent back.
Resolution: Once the defect is confirmed by our team, our priority will be to replace the product with an identical new item (shipped free of charge). If a replacement is not possible (due to stock shortages), an alternative item or store credit will be offered.
3. Right of withdrawal — European Union customers
In accordance with European Directive 2011/83/EU, customers residing in the European Union have the right to withdraw from the purchase within 14 days of receiving their order, without needing to provide a reason. Exceptions to the right of withdrawal:
This right does not apply to the following items, for reasons of hygiene and health protection:
Products with sealed packaging that has been opened after delivery
Lingerie
Opened personal care and hygiene products
To exercise this right, please contact us at erotic-shop@lady-mary.ch before the deadline expires. Return shipping costs are the responsibility of the customer. The refund will be issued within 14 days of receipt of the returned item, using the original payment method.